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An Unbelieveable Experience
Jan 13th, 2021
There are few times when one travels that they are left with an exceptionally spectacular impression of their stay, especially one that makes them want to return with much anticipation. This hotel has surpassed that attribute. What stood out to me was the staff. They were the friendliest, most welcoming group of people I have ever encountered in my travels. Not only did they attend every inquiry I had, but they did so with respect and care for the services they provide. I would like to give a shoutout to Franklin Araque (director of food and beverages); Carmen, Onalisa, and Rosana; and the wait staff Ramon and Cuello for their exceptional service. Everything else about the hotel was amazing. The room was very well cleaned and presented, the food and drinks delicious, a relaxing pool, a beautiful ambiance, and just an overall marvelous experience. When I come back to Santo Domingo, this will be my hotel of choice. It very much deserves its ranking as the top hotel in the Dominican Republic. TRIPADVISOR.COM USER
No Smiles, No Customer Service, How is this #1?
Jan 8th, 2021
Overall a nice property. Rooms are small but clean. However, in one of my rooms there was hair in the fridge and bathtub; housekeeping responded and cleaned it rite away. I usually don't post negative reviews; but the customer service provided by front desk was pathetic. There is only one chance to make a good first impression. I arrived at the front desk and checked in. I have to say, it was one of the worst check in experience. Not a single member of the front desk smiled. I know we wear masks, but you can always tell by a person's attitude towards you. The two representatives who helped my friend and I were very indifferent. Infact, the representative helping me rolled his eyes at me (two of my friends noticed). None of the front desk representatives properly greeted any of my guests. I was not acknowledged for being a loyal marriott member. A "hello", "thank you", "you're welcome" would have gone a long way to be honest. I kindly asked to find out what other rooms they have, in order to upgrade my room to one with a view. I was not properly informed or educated about the room types. The representative abruptly told me that there is a $99+ taxes charge if I want anything other than my room. I think I should stick to IHG hotels (all properties I've been to are very courteous). There were 3 representatives at the front desk, and 1 individual in the lobby. Did not get a single welcoming sentiment from any one of them. The rudeness and apathy of the staff is not acceptable towards any guests. Specially given the current circumstances, I'd expect hotel staff to be understanding, welcoming and more accommodating. From the attitude of the front desk, unfortunately, I thought the locals were probably just rude and disrespectful. However, housekeeping and the Marriott in-app chat have been very prompt and kind. They attend to requests kindly. The bellhop was very friendly and accommodating. Thanks to the service they provided I corrected my opinion. Housekeeping and bellhop's kindness are the only reasons I am assigning 3 stars. But if the hotel manager him/herself do not respect guests, it is very disappointing. I am looking forward to leaving Santo Domingo and hope to enjoy my stay in Punta Cana and hopefully have a great experience overall in Dominican Republic :) TRIPADVISOR.COM USER
Checked out within an hour
Dec 30th, 2020
I’m not sure who messed up my room type(Expedia or the hotel) but what made me to leave this hotel within an hour is that impolite attitude of the front desk guy. Not even once he tried/offered me any alternatives or options. Even if it was a mistake, I could’ve upgraded the room but his attitude was so negative,I decided to book another hotel immediately as I couldn’t imagine myself spending my new year in this very unprofessional environment. He had audacity to tell me it’s ok if you want to check out! I traveled all the way from US to SD to get that kinda welcome and that’s too during pandemic when we are trying to contribute to your economy. Well..your loss! Because I booked another one and absolutely impressed by the hospitality of JW. My 1 star is only for the bell boy( Felix) who helped me to get the taxi for my hotel and was apologetic for the front desk’s behavior. I’m a frequent traveler and this hotel has been black listed from my list for forever and that’s too only because of your “awesomely unhelpful” front desk guy! Thank you for wasting my time! And no! It’s not mandatory to learn Spanish just because I’m in your country!Do you learn English/French/Russian/Arabic etc etc when you visit different countries ? Language shouldn’t be a barrier as long as we are able to communicate so please stop preaching your guests, it’s not even needed. P.S. the room that you gave me had a lot of dust. I don’t think it’s safe to stay in such property nowadays anyway. TRIPADVISOR.COM USER
Sheraton Hotel Santo Domingo - Felix the Amazing Valet
Dec 30th, 2020
Felix, the Valet at the Sheraton Santo Domingo is just AWESOME!! From the moment I arrived on 12/27/2020 he has been kind, informative, attentive and pleasant. I was traveling alone and he gave me much needed guidance. I came to Santo Domingo to spend time with my brother and ended up having to put admit him into a local hospital. If that wasn’t stressful enough; The same evening, I left my cell phone in the taxi coming back from the hospital. Unable to speak Spanish and with no phone to translate, I was very scared and stressed. When I came back down to the lobby for assistance, Felix saw my anxiety (before any other staff member) and immediately helped me contact my sister in the US and subsequently my niece; who helped track down the taxi driver and my lost cell phone. My vacation ended up being days (and a few nights) at the hospital with my brother trying to make sure he was ok, before I had to leave. Felix helped to make my time here at the Sheraton, Santo Domingo a more pleasant one than I could have ever anticipated under these circumstances and I am so glad to have chosen Bonvoy hotels for my stay! SC Atlanta GA TRIPADVISOR.COM USER
Always a pleasure to stay at this property
Dec 28th, 2020
Always a great experience to stay at Sheraton. This time particularly a great experience with a couple of front desk associates that went above and beyond to meet our needs. This trip was a family emergency that combined with Covid/ Curfew, holidays, and a ton of emotions was not easy on our part. Big shout out to Ivan & Astarte that brought in the human factor and enhanced our experience by always sharing a comforting smile and making sure all our questions were answered. They are an asset to your operations. TRIPADVISOR.COM USER
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